טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentAssor Nurit
SubjectThe Key Drivers that Explains Organizational cCmmitment and
their Connection to the Product Quality
DepartmentDepartment of Quality Assurance and Reliability
Supervisor Dr. Meira Itzkovitz
Full Thesis text - in Hebrew Full thesis text - Hebrew Version


Abstract

In a competitive business environment, the element of quality has a critical influence on the purchasing decisions of the consumer. Therefore, in order to cope with the competition, many organizations invest great efforts in improving their products. Concurrently, it was realized that better results are conditional on investment in human resource as well. Changes in the work environment are critical in that they affect both the employee and his conception of the workplace, and the economic consequences for the organization.


This study, which deals with organizational and commitment in terms of its key drivers and its connection with product quality, was carried out at a soft-drinks factory producing several leading brands - following the replacement, half a year earlier, of an ERP (Enterprise Resource Planning) system by a new one.


The study covered all aspects of the organizational commitment variable, including the degree of its influence on the employee’s perception of product quality as well as the variables own response to the employee’s satisfaction with the changes in the ERP system.


The study population comprised 75 employees, 15 each from the organization main departments: management, personnel, production, marketing, and maintenance - whereby their distinct business characteristics, work environments and types of occupation were fully represented.


The study tool was a five- part questionnaire:

Part 1 - examination of the key drivers relevant to organizational commitment, which fall under the following categories ("clusters"):

  • Camaraderie.
  • Confidence.
  • Integrity.
  • Achievement.
  • Product quality.

Part 2 - examination of organizational commitment, in two words:  effective and normative.

Part 3 - examination the employee's perception of product quality and the manufactory process.

Part 4 - examination the level of employee satisfaction with the ERP system.

Part 5 - socio - demography questionnaires.


The data show that the model was validated. All the four clusters of qualities leading to organizational commitment were found to have a categorically positive connection with it. A clearly positive correlation was also found in the case of product quality.


Further data show that the level of satisfaction with the changes is reflected both in the organizational commitment and in the perception of product quality. Moreover, the age group is a positive factor in the last named cluster.


To sum up - employees with a high level of organizational commitment and satisfaction with changed (here, in the ERP system) - have a hither perception of product quality and will manifest greatest readiness, innovativeness and creativity in improving it.